Lead Medical Support Assistant (MSA) who is assigned to perform general Lead MSA duties within the Referral Coordination Team (RCT). The RCT consists of dedicated clinical staff and clinical support staff whose primary goal is to streamline the referral process to ensure that every Veteran has a complete picture of their care options so he/she can make the most informed care decisions and schedule their appointment in VA or the community.

Duties

The incumbent is either an integral part of a large Physical Medicine and Rehabilitation (PM&R) Department or the Rehabilitation and Extended Care Department within the Minneapolis VAHCS. This is a Complexity Level 1 Facility. S/he performs administrative support work in connection with the care and treatment given to patients in the Rec and/or PM&R Department. The Lead MSA works collaboratively in an interdisciplinary coordinated care delivery model. S/He coordinates with the patient care team to review clinic utilization by using various reports(e.g. Clinic Utilization Statistical Summary), ensures that the clinic setup is closely monitored to effectively support the needs of the clinic, and makes any necessary adjustments Duties include, but are not limited to: - The RCI Lead MSA is responsible for daily workload assessments, assigning work, and assuring proper staffing coverage. - Performs assigned duties in a manner that promotes quality health care, outstanding customer service, and the maintenance of an environment committed to serving the veteran. Reports any backlogs and any difficulties in meeting deadlines. - Schedules appointments and manages work lists as outlined in VHA policy - The RCI Lead MSA assists the unit with complex and non-standard procedures, including clinical flow processes related to care access across multiple clinics, specialties, and/or community resources. - Contact the patient and discusses options for internal/direct VA care vs. Community Care (when eligible) when the Clinical RCT determines it is appropriate, based on clinical complexity requested. Documents the discussion in the electronic medical record. - Assignments at this level include but are not limited to: providing guidance to staff members, to include changes in policies and procedures, creating and maintaining employee work schedules; and acting as a liaison among RCI staff, patients and other interdisciplinary staff to resolve day to day conflicts. - Communicates with in-network community-based medical offices/facilities to schedule appointments and communicates with the patient and team as necessary. - Demonstrates understanding of the purpose of the Standard Episode of Care (SEOC) and applies appropriate SEOC when the admin triage tool indicates a basic level of care coordination. - For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. - The RCI Lead MSA acts as supervisor in the absence of the RCI MSA Supervisor. Work Schedule: Administrative days, M-F - Exact hours are to be determined and discussed in interviews Telework: Ad Hoc Only Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

***KSA Recommendation - All qualifying experience you possess must be clearly described in your application package. We will not make assumptions when reviewing applications. Failure to demonstrate your experience and knowledge, skills, and abilities (KSAs) in your application may result in disqualification. It is strongly recommended that you write to each KSA (found below) to demonstrate how you have gained each one in your application package or on a supplemental document*** Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience and Education. Experience. Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR, Education. One year above high school; OR, Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). GRADE REQUIREMENTS FOR GS-7 In addition to meeting the Basic Requirements outlined above, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized below. Experience One year of experience equivalent to the GS-6 grade level, Examples of experience may include: Collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met Independently set priorities and organize work to meet deadlines, ensuring compliance with established procedures, policies and regulations; Communicate tactfully and effectively, electronically, by phone, and in writing, with internal and external customers This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns Possess advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care. Possess advanced knowledge of polices and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability etc. Possess advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. AND Demonstrated Knowledge, Skills, and Abilities Candidates must demonstrate ALL of the KSAs below: Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. Skill in communicating with individuals to obtain the desired effect (and coordinating with a variety of interdisciplinary care team staff). Ability to provide staff development and training. Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics. References: VA Handbook 5005/117 Part II Appendix G45 The full performance level of this vacancy is GS-05. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-03 to GS-05. Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Minneapolis VA Medical Center One Veterans Drive Minneapolis, MN 55417 US
• Name: Brittney Deery
• Phone: 701-239-3700 X3671
• Email: [email protected]